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Activate automatic review responses to optimize your time and improve customer feedback management. This feature uses an intelligent rotation system among different response templates to automatically address received reviews.
For an optimal Customer Experience, responses are sent randomly within the current or next opening slot, according to the Business hours stored in the database.
If no hours are provided, sending is by default from Monday to Saturday, between 9 a.m. and 8 p.m.
The same response is never used twice in a row.
From your settings, you have access to two distinct tabs dedicated to automatic responses: one for reviews without comments and the other for those with comments. You can activate them individually according to your needs.
⚠️ Note that only reviews received after activating the feature will be automatically responded to.
How to activate automatic review responses?
Automatic response to reviews without comments:
Attention: your Business must be subscribed to Review Management ✅
Activation and configuration of the feature is reserved only for your account administrators!
Activate the feature from the review list: click the "Settings" button, represented by the ⚙️ icon at the top right of your reviews.
Select "Auto Responses", then click "Without Comment"
Select the entire organization, certain Businesses, or groups of Businesses for which you want to activate automatic responses to reviews without comments.
Choose the targeted review type: you can choose to automatically respond to positive, neutral, and/or negative reviews without comments.
Select the response templates to use: the response template library includes new templates written by Partoo specifically for this use and all response templates created by your Business (even those created before the launch of automatic responses).
Confirm.
The expected automatic response will be displayed as soon as the review is received, with the scheduled sending time and the mention "Automatic response".
Automatic response to reviews without comments with Review Management +:
Attention: your Business must be subscribed to Review Management +, the premium offer of Review Management ✅
Activation and configuration of the feature is reserved only for your account administrators!
With Review Management +, you can configure multiple automatic response settings for reviews without comments, by Business or group of Businesses.
For example, you can customize an automatic response for a specific geographic area, and another for a specific type of Business.
Activate the feature from the review list: click the "Settings" button, represented by the ⚙️ icon at the top right of your reviews.
Select "Auto Responses", then click "Without Comment"
Click "Create a new setting"
Indicate if you want to create an automatic response template for: a specific Business, a group of Businesses, or the entire organization
Select the type of review concerned by this setting: positive, negative, neutral;
Choose the response templates that will be automatically used to respond to customers;
Click "Save".
You can repeat the operation as many times as you want and create multiple settings according to your needs.
Automatic response to reviews with comments:
Ask your account manager or customer support to activate it.
From your account settings, go to "Reviews", then "Automatic responses", then "With Comment".
Select the Businesses for which the feature is activated.
Choose the targeted review type: you can choose to automatically respond to positive, neutral, and/or negative reviews with comments.
Select the response templates to use : you cannot select response templates created by Partoo. You must create or select your own templates!
Confirm.
The expected automatic response will be displayed as soon as the review is received, with the scheduled sending time and the mention "Automatic response".
How to modify the text of an automatic review response?
To modify an automatically made response left on a review:
Go to the "Reviews" page
Search for the review for which you want to modify the response given.
Click on the three vertical dots next to the response given.
You will then be able to modify the response.
How to disable/reactivate automatic review responses?
Disabling/reactivating the feature is reserved only for your account administrators!
To disable automatic responses, follow the steps below:
Go to the "Reviews" page
Click the "Settings" button, represented by the ⚙️ icon at the top right.
Click "Auto Responses", then choose "With Comment" or "Without Comment"
Click the green button at the top right to switch from "Active" to "Paused"
Confirm with "Yes, I want to pause"
To reactivate automatic responses, follow the steps below:
Click the "Settings" button, represented by the ⚙️ icon at the top right of the reviews page.
Click "Auto Responses", then choose "With Comment" or "Without Comment"
Click the green button at the top right to switch from "Paused" to "Active"
Confirm with "Yes, I want to activate"
Modify the settings (target and responses) if needed and save
How to use my own response templates for automatic responses?
The response templates you can select to automatically respond to reviews without comments include:
Response templates created by Partoo specifically for reviews without comments
Your own response templates
The response templates you can select to automatically respond to reviews with comments include:
Your own response templates only
Thus, to integrate your own templates into automatic responses, you must create them from your settings (following the steps described in this article) then select them when activating automatic responses.
Attention: only response templates that work for the types of reviews you have decided to target will be offered. For example, if you choose to target positive reviews, only response templates that apply to positive reviews will be offered.